Shipping & International Order Information
- UK Shipments (exc. N. Ireland, Highlands & Islands, etc)
- UK Shipments to N. Ireland, Highlands & Islands, etc
- International Stockists
- Delivery Tracking
- International Orders Within the EU
- International Orders Outside the EU
- Other Destinations and Services
This page contains a lot of detail on our shipping policy, both for UK and for export shipments. Our general policy is to ship at our cost price using fully tracked services with reputable carriers, but often without full insurance cover as we have found that unnecessary. You can opt to pay the insurance surcharge from the carriers if you wish.
Customers requesting parcels to be left without signing, or with a neighbour etc, do so at their own risk. Drivers are usually very reluctant to leave a parcel without a signature as they can be personally liable if anything goes missing. Delivering to a work address, a parent or partner, a specific neighbour, or to a local Post Office (see below) are all much preferred/recommended if you will not be available to sign for the parcel at your normal address.
This page will hopefully answer any further questions, but a general recommendation is that you contact us if delivery timing, stock availability or insurance are of particular importance for you.
We generally use Parcelforce for shipments within the majority of the UK. Very light weight items will usually be sent by Royal Mail first class post within the UK. The shopping cart will show the shipping cost and alternative shipping options (where available) before you are prompted for payment details.
Orders valued over £250 are shipped free of charge within the UK, main zone only, using the Parcelforce 24-hour service. You have the option of paying extra for the before noon, before 10am, and *after* noon services, but we would advise that you phone us to ensure your desired items are in stock and that you are within the time window for same-day despatch, if you really require delivery the following day.
Parcelforce charges within the UK are normally £7.00 inc VAT (at 20%) for the normal Express Courier service (or Post Office ConvenientCollect service) up to 30kg weight (or free of charge above £250 order value), £10.33 inc VAT for before noon or after noon delivery, £12.29 for before 10am, or £16.14 for before 9am, or £21.40 for Saturday delivery.
Note that we often have a long list of orders, particularly on Mondays, or your order may include an item that is not in stock, either of which would result in you not receiving your order the next working day (but we will still despatch the order on the requested shipping service when all items are available, so it should arrive in the given time slot on a subsequent day). Order processing also stops at lunchtime on Fridays.
The *after* noon delivery service can be just as convenient as the before noon service - both should avoid you having to stay in all day waiting for a delivery.
The shopping cart does not display these but we can also offer before 10am, before 9am, and a Saturday delivery service on request. Pricing is above. Please phone us if this is of interest.
Note that we always try to keep all listed items available from stock but this is not guaranteed and we will not assure that we will contact you if your order may be delayed (we do usually try to make contact, but this is not always possible during busy periods or if you don't reply to your e-mail or answer your phone quickly enough!). For example, we have such a wide range of chain gauges and lengths, we will never have every length immediately available with a sleeve already fitted and the requisite cutting & sleeving process can easily add an extra day to the delivery. Chain preparation sessions usually happen every weekday, but this does vary.
Please contact us if delivery timing is important.
All delivery timings refer to working days: A next day shipment despatched on a Friday will normally be delivered the following Monday; a 48-hour shipment despatched on Thursday will normally be delivered the following Monday. These are not guaranteed delivery times and shipment to the Scottish highlands and islands and to Northern Ireland, for instance, will often take 1-2 days extra.
We are unable to despatch anything over the weekend. Orders placed on Saturday or up to 6pm on Sunday will often be despatched on the following Monday for delivery on Tuesday (UK Zone 1), but stock availability and order volume can cause delays against this pattern.
We can usually ship to your work address or to a partner's address, to a local Post Office (see above), to a neighbour, etc. We reserve the right to refuse an order with an address that does not match the card billing address, especially when card details/3D-Secure checks are incomplete or when PayPal is used for payment. This is very rarely an issue and we will contact you if it is causing a problem, but certain transactions have been found to be fraudulent in the past. Being cautious protects us and it protects you from someone else trying to use your details. If you wish to use a different shipping address, please pay via SECPay (aka PayPoint.net) and be sure to give your billing address accurately, and please go through the 3D-Secure process (i.e. Verified-by-Visa or MasterCard SecureCode). We want to see billing address and post code matches and 'Cardholder Authenticated' when we process the transaction. Again, feel free to contact us if you wish.
We can offer a Post Office ConvenientCollect service, whereby Parcelforce will deliver direct to a Post Office near you, and you can then collect your parcel from there. This is the same price as the normal Parcelforce service. Please request this and suggest a Post Office address in the 'Additional Information' field during our shopping cart checkout (below where you enter your address), and we will try to pick that P.O. from the options presented to us. We can't guarantee that your favourite Post Office will always be available and we will choose an alternative based upon your post code in the rare occasions when the preferred P.O. is not available. Parcelforce will send you an e-mail with Post Office address, opening hours and a tracking reference for the parcel. You need to print that e-mail and take it with some id to the Post Office. Please use the parcel tracking to check that the parcel has been delivered. Note that this service is only possible if you have an e-mail address and can print the e-mail from Parcelforce. This is not recommended for urgent deliveries as Post Office staff sometimes refuse these parcels even though they are not supposed to!
No Signature Required Upon Request: UK deliveries can be left without the driver having to get a signature, by special request. We recommend the popular Post Office Convenient Collect service where it is difficult to have someone available to sign for a delivery and if delivery to a work address or neighbour is impossible. If these are all not practical, we can offer unsigned-for delivery as an option. Beware that this is at your own risk, so if you request that the driver leaves a parcel in your porch and it's not there when you get home, there is no comeback. Hence, please only request this when you really are confident this is the only realistic option and you are willing to take responsibility. If you want to take this option, please give details in the Additional Information field below your delivery address during the shopping cart checkout. Note that this is only available within the UK.
We will not normally take any money from your credit card until an order is ready for despatch. In exceptional circumstances where an item is out of stock and you have been informed of the expected shipment date, or if it is a custom order (e.g. a keyed-alike lock or a special length chain), we will charge your card in advance of items being ready for shipment. You can always cancel a normal order for stock items at any time before they are booked for shipment. Cancellation due to a delay in stock availability is normally eligible for a 100% refund, but only if you contact us before the goods are despatched.
We use Parcelforce for shipping to more distant parts of the UK and usually use the 48-hour service. Note that selecting the Express Courier service in our shopping cart will be processed as a 48-hour shipment due to logistics and costs for the more remote destinations, and that 48-hour period refers to working days and only begins when the order is ready for despatch. Please contact us for more details or for alternative services, if required.
Note that we have a stockist in Strabane, N. Ireland, that can serve all of N. Ireland and the Republic. Please see our Stockists page for contact information.
If you are in the USA/Canada or N. Ireland or the Republic of Ireland, please note that we have stockists covering these regions that may be able to provide a faster and more cost-effective delivery service. Please see our Stockists page for contact information.
We will usually advise shipment details if you provide an e-mail address when you place your order.
Parcelforce shipments can be tracked using the reference number at http://www.parcelforce.com - this includes shipments sent via Parcelforce to the GLS/EMS/EPG network.
DHL shipments can be tracked at http://www.dhl.co.uk (follow the European Road or International Air Express links, and then Track by Ident Code - note that you must select the destination country and enter the full ident code without any spaces or dashes). UPS international services generally offer better tracking, but are also usually more expensive. UPS tracking can be performed with a tracking number via http://www.ups.com
We can ship direct to any destination within the EU and shipping is charged at our cost price, including for orders above £250. VAT will be charged as shown throughout our site (UK VAT is 20%, and this is included in published product prices). The shopping cart will show the estimated shipping cost before you are prompted for credit card details.
Shipping within the EU is typically arranged with the Parcelforce/GLS/EMS/EPG network (usually using the Euro Priority service), or via the DHL Europlus service, all of which claim delivery within 2-5 working days.
Parcelforce/GLS/EMS/EPG shipping within Europe is usually a flat rate for any weight up to 30kg, so you will get a better deal by buying more products!
Insurance cover for £100 is included.
As mentioned above, we have a stockist covering all of Ireland and the Republic of Ireland.
We can ship direct to many destinations outside the EU. VAT will be deducted from the product prices by the shopping cart when you select a non-EU country during checkout. UK VAT is 20%, so the price charged for the products will be decreased during the checkout process. Shipping outside the UK is charged at our cost price, including for orders above £250. The shopping cart will show an estimated shipping cost before you are prompted for payment details. Shipping costs for destinations outside the EU are shown without VAT.
Shipping outside the EU is typically arranged via the Parcelforce/GLS network on their Global Priority service, or through DHL Parcel Express or UPS Express services, which all generally claim delivery within 1-4 working days and insurance cover is included up to £100. Faster services are available and additional insurance cover is available, all at our cost price - please contact us if required.
Import duty: Although customers outside the EU are entitled to the VAT-exclusive price from us, you should expect to pay import duty as charged by your own country's customs authority. Importing security products into the United States, for example, typically attracts 15% import duty but there is usually a US$200 threshold before customs charges apply, or a AUS$1000 threshold for Australia. You are liable for all customs charges and they are usually collected by the carrier prior to, or upon, delivery.
As mentioned above, we have a stockist covering all of the USA and Canada.
As mentioned above, we often ship without full insurance cover as we have found that unnecessary. Note that most shipping services include £50-£150 of insurance cover, only. First class post has no insurance whatsoever. Shipping is at your risk so if you want to pay the insurance surcharge from the carriers that is your option. Please contact us if you require more details.
Please contact us if you require delivery to a country or zone that is not offered in our shopping cart or if you require special arrangements (e.g. before 9am, Saturday, a pallet-load shipment, or international expedited delivery). We are happy to quote for other requirements and are happy to supply bulk quantities for resellers. We always endeavour to provide an excellent service.